Technical Support Engineer, Amazon Robotics Technical Support

About the position

Amazon Robotics are seeking candidates with a passion for learning, technology, and complexity that are always curious how things really work to join our rapidly expanding Robotics Technical Support team as an Engineer. You will be expected to work a 5 day work week, of which 1 day will be over the weekend to ensure critical 24 hour global support coverage. The working (and on-call) shift can be either Sun-Thurs or Tues-Sat.

Responsibilities

• Deep-dive, analyze, mitigate or resolve technical issues that are escalated by the various Amazon Robotics Facilities.
• Utilize multiple data sources, dashboards and logs to pinpoint and resolve software/hardware defects, inconsistencies or bugs.
• Collaborate with development/software teams to navigate complex situations and create viable solutions for customers.
• Engage with and drive high severity incidents around Amazon's Product Fulfilment & Sortation facilities.
• Manage high severity calls, communicating and troubleshooting directly with customers, coordinating real-time service restoration between multiple teams and acting as a central incident lead.
• Use Change Management best practices to create and implement changes within the Amazon Robotics environment.

Requirements

• 2+ years of software development, or 2+ years of technical support experience
• Experience scripting in modern programming languages
• Experience troubleshooting and debugging technical systems

Nice-to-haves

• Knowledge of web services, distributed systems, and web application development
• Experience troubleshooting & maintaining hardware & software RAID
• Experience with REST web services, XML, JSON

Benefits

• Full range of medical, financial, and/or other benefits
• Equity and sign-on payments may be provided as part of a total compensation package